The Adolphus, Autograph Collection — Hotel in Dallas

Reason for stay: 30th Birthday Party, we wanted a spa day & reset at the pool.

Reason for bad review: lack of professionalism, non-helpful, attitudes. Service was horrible

Entered the hotel room and found a half way full champagne bottle in the fridge from another guest.

Called the front desk to let them know it has been missed. She told me, if you open anything in the room you’ll have to pay for it, so don’t open anything.

I restated the reason for my call & she said ohhhh yes. Another guest was in the room before you they left it. ( right??? It’s a hotel… of course someone was here before us?? Is my thought.)

Then she just sat silent on the phone and said it there anything else?

I then let her know her response didn’t make me feel assured that this room was actually cleaned.

She repeated herself & then said I know the room was cleaned. I do remember this room. I know your room. ( I’m not sure what this means or how this was supposed to make me feel comfortable)

She never said I apologize, we can reclean the room or we can move you to another. Just kept telling me she knows the room was cleaned.

Call ended with , okay- I am uncomfortable staying in a room that wasn’t properly looked through and cleaned/ picked up. Especially being this hotel is not cheap. She said it was cleaned I know this room.

Pt2. VALET: I call the front desk to ask how much guest parking is, the lady says $58. I then ask her to confirm how much I paid for overnight parking at vallet.

She says $58.

So I ask, guest parking and overnight parking are the same price? Confused because when I was arriving I was asked if I was a guest or checking in & given a different ticket assuming there was a price difference.

She said no. It’s a different price. You asked me how much overnight parking was. ( which i didn’t, I asked how much guest parking was)

** now knowing the front desk staff act incompetent from my earlier conversation about the opened champagne bottle.

I ask: instead of correcting the lady who just tried to correct me with an attitude and inaccurate information because she wasn’t listening to me, I just said, okay, can you let me know how much guest parking is…..

THE RESPONSE : I think $20.

?????

I ask her how I can find a definite answer and is $20 for a certain time frame ….

She said, I’m not sure how you can get the answer. But I think it’s $20. Maybe for 2 hours. 😂😂😂

Pt.3 we stayed for a birthday outing. A gift was sent from an out of state friend to reception to surprise us in the room. When nothing was said to the friend about it, he called and said did you get it? I sent a gift and have been talking with the staff. They said it was delivered to the room. We received nothing. 1 of us walks to reception to see if it’s there. The lady says: we dropped it off at the room we have to ring the doorbell for you to let us in. my friend says oh, it’s not there so I figured maybe it was being held here. HER REPLY!!!!!!! How do you know it’s not there if you aren’t in the room…… 😶 not a professional or helpful response at all. She lets her know 1 girl is in the room & no one has came and nothing was left in front of the door.

Then the hotel room rings and the phone is answered. Front desk states the bell hop cannot knock on the door or ring the doorbell, so can we hold the door open and wait for him since he’s been trying to deliver it with no one responding to the door bell. THIS man never knocked or rang the bell & when the door was opened to find him, he was heading towards the elevator to leave….? Such simple little things, that should not have been an issue at all…. Were made into bigger issues because of their lack of knowing anything at all, ZERO customer service… this place is too expensive for these little issues.

DO NOT STAY HERE! the hotel looks beautiful !! The front desk staff is incompetent. ( there was 1 very helpful nice lady that checked us in, maybe African) however the other reception workers we came into contact with had attitudes, & lacked professionalism.

Spend your...

Had reservations for Tea and Spa on Friday Sept 22nd. On the way into the French Room my wfriend and I checked our Spa bags. Upon finishing tea we went to retrieve our spa bags. This is when the wheels literally fell off for our visit!

My friend and I were dressed up and I was wearing my brand new hot pink Hot Chickita Christian Louboutin heels. Immediately upon stepping onto the escalator (“newly refurbished”this detail will matter in a second) my heel stem became lodged in the escalator grate. I tried to get them loose but they would not come loose. Not one single employee came to assist me while this is going on. I had to get out of my shoes or risk being seriously injured. Upon exiting the escalator my shoes were being eaten my the escalator, again no employees have tried to help. A guest checking in came to help and he was successfully in pulling one heel out. I then hit the emergency button to stop the escalator but their newly built machine did not stop! Finally, the guest was able to get my shoe out but the heel stem was chewed up and ruined. Again not one employee came to assist. My friend and I were shocked and embarrassed. We did manage to get to where the elevators were and ran into an employee and told them my shoe was stuck. She then advised I go talk to a floor manager, Gabriella. So my friend and I looped back to the escalator and there were a few people trying to get it to work and a floor supervisor and she took my name and number and then said someone from their leadership would contact me. So we went to the spa….

Upon entering the spa I received a number from Arlington an 817 area code. I almost didn’t answer it and really wish I hadn’t. I did answer, and on the other end was an angry man who identified himself as Danny, The General Manager of the Adolphus. He then began yelling at me telling me that I had ruined and broken HIS $1.5 million dollar escalator. He began telling me that the escalator had been inspected numerous times and again reiterated the cost several times to me. I had him on speaker and the spa front desk and a few patrons were able to hear the accusation in his tone and his anger. He then told me he had 3 people down there repairing the escalator. He then accused me of not exiting the escalator in an appropriate time and fashion. I said, “SIR, my shoe become instantly stuck when I first got on and could NOT free myself. Sir, are you trying to “mansplain to me how to exit an escalator?” I then told him he was on speaker and his spa staff witnessed him speaking to me in the manner he chose. Upon realizing he had been given an audience he got off the phone. Never ever did he ask me if I was OK!

I went to the the front spa and asked to speak to the person that called me which would have been Danny, The General Manager. The employee called and instead of Danny I got Paul Hvidsten, The Hotel Manager. We went into another room and he gave me the space to tell him my side of the events. At this point he had not spoken to Danny as he said he needed to speak to him. I did go ahead with my treatments in the spa and they were wonderful.

After we were dressed and checking out I decided to call Paul back. He welcomed my call and apologized again and said in Danny’s defense that “emotions were running high” at the time of the incident. He then asked what else he could do for me. I then said you could compensate my treatments. He then somewhat giggled and said no he could not do that. I then said that I would like a face to face apology from Danny or whomever the employee was who called me. I believe Paul later said it was not Danny but a different manager. He then said he would not do that b/c the employee has employee rights but the matter was being handled internally.

I wasn’t going to write a review but I saw 1 star review dealing w/hotel equipment and management w/in a few days of this incident and felt this story needed to be told as well. This hotel management is not very well trained and that is a shame. Bad employees will...

I want to start with a few facts. I am a very frequent Titan Elite Lifetime Marriott Traveler with more than 2,000 nights over 22 years. This is my 1st non-positive review of any hotel, flight or rental car location. I also want to mention that not all this review is negative. Having stayed at some many different Marriott Properties I have established a range of what is normal/acceptable for each property type. I selected the Adolphus for our company Christmas Party. I reached out to schedule and their very initial conversation went well. I spent lots of time emailing with multiple hotel staff members trying to get clarity on items with no luck. I requested for them to call me numerous times and they did not call. I requested to speak with the GM when I wasn't getting an adequate response. The front desk essentially recommended that I should not expect a call back and highly suggested that I was wasting my time. Little did I know that the front desk staff would be so accurate about this point. There were numerous people on the email and there was a singular person in charge of making sure all the questions got answered and issues resolved. When I arrived at the hotel many things became clear in short order. The hotel was beautiful and had a very aesthetically appealing layout/design . The hotel was also much busier than other similar Marriott Autograph Properties. The hotel failed to mention they had 4 weddings scheduled for that weekend. The hotel also didn't mention they regularly get people visiting and hanging out at the hotel/restaurants/bars. Just checking into the hotel was a lengthy chore. Getting a drink from the bar was another level of difficulty. The bar staff was nice and gracious. The front desk was so busy that we were constantly stopping to help other employees and customers which was frustrating. There was basically no seating really available in the public areas except earlier in the day. The weddings had many spaces reserved so that there were really limited seating options. The decorations and ambiance was very pretty and ideal for taking memorable photographs. The meeting room we scheduled had no easily accessible power outlets without needing a 6ft extension cord. Knowing there would be limited power would have been a nice piece of information to have pre-meeting. The room was also extremely cold prompting everyone to go back up to their rooms for jackets. After about 30 mins they brought us 2 space heaters which took a few hours to warm up the space. The catering that was provided was slightly confusing to order but they delivered it timely and was worth the pricing.

In conclusion I think the property is a beautiful one and I can understand why people want to have events at the location. I can see that there is some staff there that provides great service and makes you feel welcome. I can understand why many local people may stop in to eat and drink. I can also see a property that I think is overrated based on the level of service I received. I can see a property that may not give as they are so busy they have lost sight of what made them good. I can see a property that doesn't have a great ability to hold themselves accountable and is not able to evaluate their own performance accurately. There are many other great Marriott Properties that I have stayed at in Dallas. There are some things in life that don't disappoint like Niagara Falls, Mona Lisa or the Grand Canyon. The Adolphus Hotel is unfortunately disappointing on...